Customer Support Manager

Job Summary

Managing a team of hourly support agents, the full-time Customer Support Manager will oversee performance management, operational execution, and escalation handling in a remote environment.

Key Responsibilities

• Serve as the sole people manager for L1 and L2 support agents, conducting performance reviews and development plans
• Own day-to-day operational execution, ensuring queue health, ticket volume management, and effective scheduling
• Handle Level 3 escalations, providing timely updates and documenting root causes for resolution

Required Qualifications

• 2-4 years in a high-volume customer support environment, with at least 1 year in a formal people management role
• Proven ability to manage performance, development, and retention for a team of hourly agents
• Strong working knowledge of payments, fraud signals, and escalation handling
• Experience with modern support platforms (e.g., Intercom, Zendesk, Gorgias) and reporting tools
• Operationally sharp, capable of building and maintaining schedules and coverage plans independently